Head of Operations

Location: Manchester (Hybrid Working)
Reports to: COO
Manages: Business Operations Support

Purpose of the role

The Head of Operations owns how the business runs day to day.
This role designs, improves, and enforces the systems and processes that allow the business to scale without friction.

The role is hands-on.
Accountability sits here.

If something is broken operationally, this role fixes it.
If something works, this role keeps it consistent.

Core accountability

The Head of Operations is accountable for how work gets done across the business.
They translate COO priorities into clear operational execution and ensure consistency as the company grows.

Key responsibilities

Operational ownership

• Own day-to-day operational performance across all brands.
• Act as the single point of accountability for operational execution.
• Turn COO priorities into clear actions and outcomes.
• Identify operational bottlenecks and capacity risks as headcount grows.
• Make operational decisions independently within agreed frameworks.

Systems and tooling

• Own the CRM and all operational systems end to end.
• Own the operational technology roadmap and tooling decisions.
• Design and maintain workflows supporting sales, delivery, and contractors.
• Audit system usage and fix poor adoption.
• Own relationships with ops-related vendors and suppliers.

Process design and enforcement

• Build and maintain SOPs for all core workflows.
• Remove inefficiencies that slow consultants, delivery, or revenue generation.
• Lead rollout of new processes and systems, including training and adoption.
• Ensure processes are followed, not just documented.
• Reduce reliance on individuals through clear structure and ownership.

Data and reporting

• Own operational data accuracy across all systems.
• Maintain a single source of truth.
• Set up and maintain reporting on operational KPIs, including:
  • Fill rates
  • Time-to-hire
  • Delivery accuracy
  • Contractor onboarding timelines
• Identify risks early and implement fixes.

Compliance and risk (day to day)

• Own operational compliance execution.
• Ensure GDPR, RTW, IR35, AWR, contracts, and internal policies are followed.
• Maintain audit-ready documentation and evidence.
• Escalate only where commercial or legal judgement is required.

Internal onboarding and offboarding

• Own internal employee onboarding and offboarding processes.
• Ensure consistency and quality across teams.

Contractor onboarding and offboarding

• Ensure contractor onboarding, payroll, and ongoing care run smoothly.
• Resolve operational issues quickly and calmly.
• Improve contractor experience through better structure and process.

Team leadership and support

• Line manage the Business Support function.
• Set clear service levels and performance standards.
• Build capability and accountability within the team.
• Build the case for additional operational hires as the business scales.

Explicit boundaries

This role does not own:

• Commercial strategy or pricing
• Margin targets or budgets
• Board reporting
• Senior client negotiations

These sit with the COO.

Measures of success

• Consultants spend more time billing and less time on admin.
• Systems are trusted, accurate, and consistently used.
• Onboarding is fast, repeatable, and low-risk.
• Compliance issues are rare and identified early.
• Operations runs predictably without constant firefighting.

Experience required

• Senior operations experience in recruitment or fast-paced B2B.
• Experience scaling operations in a growing business.
• Proven ownership of systems, processes, and compliance.
• Strong CRM and workflow experience.
• Calm, structured, and comfortable taking full accountability.

What we offer

• A key role in a growing tech recruitment agency.
• Direct influence over how the business operates.
• Close access to leadership and decision-making.
• Competitive salary and benefits.

Reach out for more information on this role, or visit our join us page for more information on life working with us.